Method of providing directional assistance to a telephone subscriber

ABSTRACT

A wireless telephone subscriber who wishes directory assistance in the form of directions from one specified location to another is connected to a directory assistance agent. The subscriber identifies a destination location and any requested travel criteria. The directory assistance agent collects the subscriber&#39;s travel parameters and a routing algorithm on the server draws upon geographic, transportation, and related information stored on the server to generate an appropriate route to the destination location. The selected route may be divided into multiple segments. Directions according to each segment are provided to the subscriber. The subscriber may remain connected to the directory assistance center for all or any portion of the travel, may disconnect and reconnect as necessary, or may receive the entire route of travel in a single communication. Upon reconnection to a directory assistance agent while travelling, the subscriber is recognized as a travelling subscriber based on his MIN, ESN, or unique traveller identification number, and the agent is furnished with the subscriber&#39;s travel information and current location. The route of travel may be updated or amended as desired or as made necessary due to closed routes of travel, congestion, etc.

RELATED APPLICATION DATA

[0001] The present application is a continuation-in-part of copendingapplication Ser. No. 08/705,979, now U.S. Pat. No. 5,737,700, filed Aug.30, 1996, which is a continuation of application Ser. No. 08/527,437,filed Sep. 13, 1995, now abandoned, which is a division of applicationSer. No. 08/234,644, filed Apr. 28, 1994, now abandoned.

FIELD OF THE INVENTION

[0002] The present invention relates generally to the field oftelecommunications and more specifically to directory assistanceservices. In particular, methods are provided for furnishing travelinformation to travelling telephone subscribers.

BACKGROUND AND SUMMARY OF THE INVENTION

[0003] Telephone directory assistance services have been available forthe past century. While improvements have been made over the decades,such systems are still poorly suited for use by telephone subscribers,particularly subscribers of mobile telephone services.

[0004] In prior art directory assistance services, a customer dials anoperator and identifies the name and address of a party whose telephonenumber is desired. The operator then locates the number, using printeddirectories or a computer database, and provides the number to thecustomer. (The provision of the number is sometimes done by a liveoperator, but more typically is done with a computerized voice responseunit that provides a synthesized voicing of the number.) After thecustomer's inquiry has been satisfied, the connection to the operator isterminated.

[0005] While satisfactory for some customers, this arrangement isill-suited for many wireless or mobile telephone customers. For one,such customers are usually away from their general work environments(e.g. in a vehicle), and thus may not have ready access to a pencil andpaper in order to make a note of the desired number or other informationprovided by the directory assistance operator. Even if such materialsare available, the customer may not find it convenient to interruptother activities (e.g. driving), in order to make a note. In addition,the process of initiating a second call—whether to the same or adifferent desired party—entails multiple additional manual operations.(e.g. hanging up, waiting for another dial tone, and dialing) which maybe a hindrance to the customer's other activities.

[0006] The present assignee has redressed certain of these difficultiesby providing a directory assistance service that eliminates the need tomake a note of the desired number or undertake a redialing exercise.Rather than voicing a customer's desired telephone number to thecustomer after looking it up, a directory assistance agent (e.g., anoperator) continues the call and connects the calling customer to thedesired party. (The directory assistance agent may stay on the line as aconferenced party so as to provide further assistance, or may withdrawfrom the connection, depending on the particular implementation.) Thisarrangement obviates the need for the customer to make a note of thevoiced number or to undertake a redialing exercise. However, if theinitiated call is not completed (e.g., a “busy” tone is received), or ifthe customer desires further directory assistance, then the customermust again connect to the directory assistance operator to obtainadditional help.

[0007] In accordance with one embodiment of the present invention, adirectory assistance service is provided which alleviates many of thesedrawbacks of the prior art. For example, a customer who wishes directoryassistance services is connected to a directory assistance agent,perhaps an operator, who determines the destination telephone numberdesired by the customer. The operator then connects the customer to thedestination telephone number. However, rather than dropping all furtherinvolvement with the call, in this embodiment of the present inventionthe connection is continually monitored for several predeterminedsignals issued by the customer (e.g., those which are obtained bypressing the “*” or “#” buttons).

[0008] If the signal corresponding to the “*” key is detected, the tonetriggered return transfer feature of the invention is invoked and thecustomer is transferred back to a directory assistance agent who canthen provide whatever further assistance is needed (e.g., redialing abusy number, providing further directory assistance). By thisarrangement, the press of a single button by the customer summonsfurther directory assistance, rather than the redialing procedurerequired by the prior art.

[0009] The problems associated with providing directory assistanceservices to wireless and mobile (collectively termed “wireless” in thisapplication) customers are not limited to hardships on the customers;the directory assistance service and the wireless carrier also confrontunique issues. In some systems, for example, the wireless carrier (whichis typically responsible for billing of the customer) knows only thatthe customer has dialed a directory assistance agent, but does not knowthe number to which the customer is ultimately connected by the agent.Billing is thereby complicated. In such systems, the toll charges(assuming toll calls are permitted; often they are not) for theconnection between the customer and the desired number are simplyabsorbed by the directory assistance service, and recouped by billingthe wireless carrier a sufficiently large flat rate charge for eachdirectory assistance call so as to cover these costs. The wirelesscarrier then bills the subscriber a fixed amount for each directoryassistance inquiry, regardless of the toll charges of any furtherconnection established for the customer by the directory assistanceoperator. This arrangement, however, has a number of disadvantages. Inaddition to increased cost, it also fails to provide the wirelesscarrier useful information about its customers' calling patterns, whichmay affect decisions relating to system expansion, etc.

[0010] Present embodiments of the invention described herein address thebilling difficulties associated with completion of customer calls bydirectory assistance agents. According to these embodiments, thedirectory assistance service logs in a billing database informationidentifying the customer (i.e. the customer identification numberaccompanying the call from the wireless provider), the destinationnumber to which the customer is connected, and the date, time andduration of the customer/destination number connection. This informationis periodically provided to the wireless carrier, allowing it to billthe customer for the call connected by the directory assistance operatorand recoup the associated expense. This permits the flat rate charged bythe directory assistance agent to be reduced correspondingly, andprovides the wireless service with more detailed information about itscustomers' usage requirements.

[0011] In other embodiments of the invention, directional assistance isprovided to a telephone user. In one embodiment, a caller using awireless telephone connects through a wireless switching office to adirectory assistance center and a directory assistance agent, (e.g., anoperator or a voice response unit (“VRU”)) and specifies a desireddestination. The caller's present location or the origination of thecaller's desired travel is determined and the user identifies anyspecial criteria for the trip, such as an aspiration to visit anhistorical landmark en route to the specified destination, a desire totake the most direct or most expeditious route, a desire to travel viarailway or boat, etc. A routing algorithm determines an appropriateroute from the caller's present position to the destination location,illustratively by referencing a database containing maps, transportationroutes, construction information, etc. Before and during the travel, theroute may be modified as necessary by a directory assistance agent orthe routing algorithm to meet other travel criteria of the caller or toavoid traffic delays, construction, hazards, etc.

[0012] Depending on the length or complexity of the chosen route, it maybe divided into multiple segments, with directions being provided foreach segment as the caller proceeds along the route. The selected routeis saved on a data server for later retrieval. The caller's travel routeand criteria could, of course, be stored in another location that isequally accessible (e.g., a switch host computer or communicationserver). A placekeeper, which indicates the segment being travelled bythe caller, is stored with the route and is updated as directions areprovided.

[0013] The caller may remain connected to the directory assistancecenter for the duration of the trip or disconnect and reconnect asnecessary or as desired. If the caller chooses to remain connected tothe directory assistance center, he or she merely presses apredetermined key (possibly the “*” key) in accordance with a tonetriggered return transfer feature of the invention to signal an operatoror other directory assistance agent that he or she is ready to receivedirections for the next segment of the route. Upon activation of thetone triggered return transfer feature, the caller may be returned to anagent different than the previous directory assistance agent. Theplacekeeper is thus retrieved with the route in order to inform otheragents of a caller's travel status.

[0014] If the caller decides to disconnect while travelling a segment,he or she simply reconnects to the directory assistance center and adirectory assistance agent when ready for the next segment ofdirections. To help make the provision of directions seamless in thisconnection/reconnection scenario, the stored route data also includesthe caller's ANI (Automatic Number Identification), MIN (MobileIdentification Number), or a traveller identification number that isassigned to the caller. The switch host computer is illustrativelyconfigured such that when the caller reconnects, his or her ANI or MINis automatically compared to those of travelling subscribers. If a matchis found, then, when the call is transferred to an available directoryassistance agent, the travel record is also passed. If a travelleridentification number is assigned to the caller, he or she may providethis to the directory assistance agent that answers the reconnection,may enter the number via the caller's telephone keypad, or may speak thenumber for detection by a voice decoder.

[0015] Depending upon the distance travelled by the caller, his or hercall(s) for directional assistance may be handed off to subsequentwireless switching offices and/or directory assistance centers.

[0016] The chosen directions are provided to the caller in any ofseveral formats. In one embodiment, one or more directory assistanceagents voice, in turn, the directions for each segment. The directionscould, however, be sent to the user via such conduits as e-mail orfacsimile. In other embodiments, directions are provided to travellingcallers via pager, personal data assistants (“PDA”), or a wirelesstelephone that is equipped with a PDA. Other useful methods of providingthe directions include voicing each segment's directions by a VRU,forwarding the directions in voicemail, or sending an SMS (ShortMessaging Service) message via PCS (Personal Communication Services)equipment, small computer, etc.

[0017] Depending upon the device used by the caller to receivedirections, the entire route may be transmitted all at once, and storedon the device, or may be transmitted in multiple segments. The devicemay also allow the caller to switch between different segments of theroute depending upon how they are provided to him or her and how theyare stored.

BRIEF DESCRIPTION OF THE DRAWINGS

[0018] The foregoing and additional objects, features, aspects andadvantages of the present invention will become more readily apparentfrom the following detailed description, which proceeds with referenceto the accompanying drawings, in which:

[0019]FIG. 1 depicts the use of an illustrative embodiment of thepresent invention to guide a caller in a trip;

[0020]FIG. 2 is a block diagram depicting a directory assistance centerthat may be used to implement the embodiment featured in FIG. 1;

[0021]FIG. 3 is a flow chart depicting the process by whichnon-directional directory assistance is provided to a customer inaccordance with one embodiment of the invention;

[0022] FIGS. 4A-4B comprise a flow chart depicting one method by whichdirectional directory assistance is provided to a customer in accordancewith one embodiment of the invention; and

[0023] FIGS. 5A-5B comprise a flow chart depicting an alternative methodof providing directional directory assistance system in accordance withanother embodiment of the invention.

DETAILED DESCRIPTION

[0024] The following embodiments of the invention are described in theillustrative context of a directory assistance center providingdirectory assistance, including travel information and directions, to awireless telephone user. Those skilled in the art, however, willrecognize that the disclosed methods and structures are readilyadaptable for broader applications.

[0025] With reference now to FIG. 1, a wireless telephone user or caller10 in a first location 12 desires to travel to a second location 14.From his or her wireless telephone, user 10 initiates a call todirectory assistance center 50 in order to obtain directional assistanceto guide the caller from first location 12 to second location 14. Thecall is received by Mobile Telephone Switching Office (“MTSO”) 16 and isswitched to directory assistance center 50 over a multi-channelcommunication link. MTSO 16 serves cell site 44 a in which the caller ispresently located. Directory assistance center 50 is described in detailbelow, with reference to FIG. 2.

[0026] At directory assistance center 50, the call is connected to aswitch and from the switch is routed to a directory assistance agent(e.g., an operator or a voice response unit (“VRU”)). Caller 10 stateshis or her need for directions or travel assistance and identifiessecond location 14. The caller may also identify his or her firstposition 12, or, as described below, directory assistance center 50 mayindependently determine the caller's present position from informationforwarded in the call stream from MTSO 16.

[0027] Drawing upon geographic data, travel information and routingalgorithms stored on one or more data servers in directory assistancecenter 50, a travel route 18 from first location 12 to second location14 is generated. Travel criteria may be specified by caller 10, such asa visit to historical landmark 20 or scenic vista 22, and areincorporated into route 18. The generated travel route 18 is stored on adata server in directory assistance center 50 with a placekeeper toreference the caller's present location or area (e.g., before the travelcommences, the placekeeper references first location 12).

[0028] Directions according to travel route 18 may be provided to caller10 by the directory assistance agent all at once or may be segmented,with each segment provided in turn. In FIG. 1, travel route 18 isillustratively divided by the length of time estimated to be necessaryto travel each segment. For example, travel route 18, when traversed viaautomobile, is provided to caller 10 in segments expected to take aspecified number of minutes (illustratively, 15) to navigate.Alternatively, travel route 18 is divided according to turns or changesin direction. In this alternative, a new segment is begun every time thetravelling caller 10 turns onto a new highway, road, or other trafficartery.

[0029] In a present embodiment of the invention, when the caller isready for a segment of the travel route a directory assistance agenttransmits the corresponding directions (e.g., North on I-880, South onI-5, etc.) in the form and format specified by caller 10. The directionsmay be provided in electronic or hard-copy form. They may be voiced,faxed, e-mailed or voice-mailed, sent by pager or PCS, transmitted viathe internet or other wired or wireless communication path, etc. User 10may receive the directions with any suitable equipment, such as awireless telephone, fax-capable receiver, computer, personal dataassistant (“PDA”), pager, etc.

[0030] One or more segments of route 18 may be stored at a time in thecaller's receiving device. If multiple segments are received and stored,user 10 may browse the previous, present and future segments as desired.

[0031] It is envisioned that the caller may either disconnect fromdirectory assistance center 50 after each segment of route 18 isprovided and reconnect when the next segment is required, or may remainconnected throughout multiple or all segments of his or her travel. Asuser 10 travels route 18, his or her voice communications with directoryassistance center 50 are handed off to succeeding cell sites 44 b-44 das necessary. Although FIG. 1 depicts a local or regional trip by thetraveller, the present invention is readily adaptable for use inlong-distance trips as well. One skilled in the art could easily modifythe presently-described embodiment for such purpose from the descriptionprovided herein.

[0032] With reference now to FIG. 2, a directory assistance center 50according to one embodiment of the present invention includes one ormore links 52 for connection to customer networks, a private branchexchange (“PBX”) or switch 54, and a channel bank 56 for coupling to aplurality of operator telephones 58. The embodiments of the inventiondescribed below refer to links 52 as standard T1 links although oneskilled in the art will recognize that other communication links, suchas Common Channel Signalling System 7 (“CCSS7”) or Integrated ServicesDigital Network (“ISDN”), may be used.

[0033] Each operator is equipped with a terminal 60 that includes avideo display unit and a keyboard with associated dialing pad. Theoperator terminals are coupled to data network 64 via a networkconnection which may be a terminal server, a network interface unit,etc. Data network 64 connects to one or more data servers 66, one ormore switch host computers 68, one or more communication servers 70, andone or more voice response units (“VRU”) 72.

[0034] The T1 links 52 provide connection between the directoryassistance center 50 and wireless carriers' switching centers, such asMobile Telephone Switching Offices (“MTSO”) and Mobile Switching Centers(“MSC”). The T1 links 52 connect to the switching centers and/ornetworks from which calls are received and over which outgoing calls areplaced (which network may be the same as or different than that used forincoming traffic).

[0035] Switch 54 is conventional and its operation is governed byinstructions stored in switch host computer 68. These instructionsimplement the processes hereafter described. In this embodiment, theswitch supports digital T1 telephone circuits while in other embodimentsother switches can, of course, be used. Included in the switch isdigital signal processing circuitry which provides the requisiteconference capability (described below), and dual tone multi frequency(“DTMF”) and multi frequency (“MF”) tone generation and detectioncapabilities.

[0036] Calls routed to directory assistance center 50 from wirelessswitching centers and MTSOs include in each call stream the caller'sMobile Identification Number (“MIN”) or Electronic Serial Number(“ESN”), each of which uniquely identifies a caller's communicationdevice (the term MIN is used herein to refer to whichever numberidentifies the caller's device). In addition to, or in place of a MIN orESN, a traveller identification number may be assigned by directoryassistance center 50 to callers receiving directional assistance.

[0037] The call stream may also contain other data useful to directoryassistance center 50. For example, when a caller requests directionalassistance, the starting point of the travel must be identified. Thecurrent location of the caller may be electronically coded (e.g., by theMTSO servicing the caller's area) and included in the call streamreceived from the MTSO or switching center. The location informationmay, for example, comprise the area code and identification of cell site44 a. Or, the caller's general position may be received by identifyingthe trunk from which the call originated and mapping this against ageographical area served by that trunk. The MTSO or switching centermay, in another alternative, determine a caller's location bytriangulating signals transmitted between a caller's wireless device andmultiple cell sites.

[0038] Instead of receiving call origination location data in the callstream, directory assistance center 50 could receive the information inan out-of-band transmission from the subscriber's wireless carrier.Possible methods by which this may be done include TransactionalCapability Application Part (“TCAP”)—perhaps using a CCSS7 link—or anetwork or asynchronous connection to the wireless carrier. GlobalPositioning Satellite (“GPS”) or other satellite-provided data isanother possible source of the information and may be received from thewireless carrier or a third party (e.g., the manufacturer of thesubscriber's wireless device or a third party information provider).Out-of-band transmissions may be received through appropriateconnections (e.g., serial, network, T1, satellite, etc., which are notshown in the Figures) to switch 54, host computer 68, data server 66, orcommunication server 70.

[0039] Incoming directory assistance calls received by switch 54 areconnected, in a present embodiment of the invention, to an availableoperator via a T1 circuit 74 that is connected through the channel bank56 to an operator's telephone headset. If no operator is available whena call is received, the call is queued until an operator becomesavailable. The queuing and call distribution scheme employs standardAutomatic Call Distribution (“ACD”).

[0040] The network connection that interfaces the operator terminals 60with the data network 64 allows the terminals to operate as devices onthe network and to communicate with other network devices andcomponents.

[0041] Data servers 66 provide operators with the means to search fordirectory assistance information such as a customer's desired party orrequested telephone number. As described below, operators also use dataservers 66 to generate routes of travel and to provide directionalassistance. In one embodiment, the data servers provide the capabilityto search for a desired party not just by name and address, but also bytype of goods/services and/or geographical region. (E.g., the databasecan answer queries soliciting the names/numbers of shops carrying modelrocketry supplies in southeast Portland, Oreg., or of Chineserestaurants on a given street.) Data indexed in this fashion is usuallynot commercially available, so the present assignee starts with acommercially available database file (e.g., the Directory AssistanceDatabase Source available from U.S. West) and enriches it by addingfurther data by manual or other methods.

[0042] Present embodiments of the invention employ a relational databasefor storing and manipulating information, such as is available fromSybase. However, much simpler software can alternatively be used, suchas DBase 4.

[0043] When preparing to execute a query on data server 66, an operatortypically completes appropriate forms displayed on his or her terminal60. These forms request various items of information from the operatorand/or caller that are used by data server 66 to construct and executeits search. Forms used for directory assistance, (e.g., to find allshops selling rocketry supplies) are different than those used toprovide directions (e.g., to generate a route from Portland to Seattle).

[0044] Desirably, the results of a directory assistance database searchfor a desired party, which are presented on the operator's terminal 60,are not alphabetized prior to display, but rather are presented in theorder located by the database search engine. If desired, a deliberaterandomization or weighting of order could be effected before display.Businesses at the beginning of the alphabet are thereby not undulyfavored by customers using the directory assistance service.

[0045] As mentioned above, in addition to directory assistanceinformation, data servers 66 also store information used to providedirections to guide a caller from his or her present location to adestination location. Such information comprises maps and othergeographical or navigational information concerning varioustransportation routes, such as roads (including different types such asfreeways, toll roads, unpaved roads, one-way streets, etc.), railways,airports, seaports, etc. Other useful information stored on data servers66 may include locations of road work, construction or similar activity,hazards, traffic reports, weather reports, police and other emergencyactivity, and travel criteria such as scenic vistas, the availability ofnecessary services (e.g., food, gas, lodging, medical care and otheremergency services), landmarks, points of general interest, etc.

[0046] This information is used to determine an appropriate route forthe caller depending upon his or her desires—such as wishing to travelby the fastest route, the most direct or most scenic route, the leastcongested route, etc. The caller may wish to travel on highways as muchas possible, or maybe only on back roads. He or she may wish toincorporate multiple modes of travel—such as automobile, boat, train,plane, bus, etc.

[0047] The geographic database or databases on data server 66 storegeographically-encoded location data that is manipulable by routingalgorithms executed on the data server. For example, an illustrativegeographic database for providing directions to subscribers may comprisecoded data corresponding to all intersections, street addresses andlandmarks in a given city. Using the codes corresponding to a first andsecond location, plus transportation routing data as described above, arouting algorithm on data servers 66 generates a route from the first tothe second location. By drawing upon the other travel criteria describedabove, the route can be tailored to a caller's particular needs ordesires. Commercial mapping data may be used. For example, that which isprovided by Etak, Inc. is satisfactory for the presently illustratedembodiment.

[0048] Communication servers 70 provide communication connectionsthrough which data may be passed to subscribers and other recipients.Communication servers 70 may operate according to their own storedinstructions or in cooperation with data servers 66, switch hostcomputer 68, and/or VRU 72. A primary function of a communication server70 is to forward travel directions to subscribers who prefer, or find itnecessary, to download or receive their directions in some form otherthan voice. As described below, by downloading the directions asubscriber may be able to follow or review the directions at his or herleisure.

[0049] Each communication server 70 performs one or more of thefollowing illustrative functions: SMS or other form of paging, facsimiletransmissions, e-mail service, graphical data service (e.g., browsing),data “pushing” or channel broadcasting (via the internet or othernetwork), etc. SMS, or Short Messaging Service, is a paging protocolused by pagers and digital wireless telephones and allows transmissionof alphanumeric characters. Illustratively, when using SMS technology,each segment of the route is provided via a separate page. Other formsof paging, in which binary or digital information is transmitted (e.g.,Telocator Alphanumeric Protocol, or TAP) are also suitable.

[0050] Some mechanisms for transmitting or downloading directions (e.g.,via VRU, voicemail, paging, internet download) offer the advantage ofallowing the caller to store multiple segments of the travel route, orthe entire travel route, at once. The multiple segments can then beaccessed or browsed as the recipient sees fit. By receiving multiple orall segments at once (e.g., electronic download to a computer or PDA,multiple pages to a paging device, voice recorder), the caller canminimize his or her connection costs to directory assistance center 50.

[0051] The caller illustratively interacts with his/her device (e.g.,mobile telephone, pager, web browser, PDA) by voice or by manipulationof the device's controls. For example, where multiple segments arestored on the device, the travelling caller presses a first key (e.g.,the “1” key) of the device or voices a first command (e.g., “back”) tohear or view the directions according to a previous segment, and pressesa second key (e.g., the “3” key) or voices a second command (e.g.,“forward”) to hear or view the directions for a subsequent segment. In asimilar manner, other features of the caller's device may be employed.

[0052] The number of communication servers 70 within directoryassistance center 50 is typically dictated by the actual or expectedvolume of travel directions to be transmitted to subscribers in a formother than voice.

[0053] Communication servers 70 connect to subscribers through severalpossible means. Communication server 70 may be connected to the internetor other data connection (such as a serial, T1, satellite or otherwireless data link) or network, or may be connected to a telephone link(e.g., through switch 54) in order to send facsimiles and pages.

[0054] In an alternative embodiment to directory assistance center 50pictured in FIG. 2, the functions of communication servers 70 areperformed by switch host computer 68, data server 66 and/or VRU 72.

[0055] The form in which directions are to be provided to the travellingsubscriber (e.g., voice, facsimile, e-mail, paging, etc.) is one of thecriteria specified by the subscriber. As mentioned elsewhere, othercriteria include the origination and ultimate destination of the travel,intermediate destinations, traveller preferences, etc. These criteriaare recorded on a form completed by the operator at his or her terminal60. If the subscriber does not have a preference, a default is selected(e.g., the default method of providing directions may be voice, whichcan be provided by either a human operator or VRU 72).

[0056] The voice response unit (“VRU”) 72 is incorporated into thesystem to, among other functions, play the constantly repeated parts ofan operator's speech, particularly the various greetings and signoffs(or closings). Not only does this provide a voice-saving andmonotony-relief function for the operators, it performs a ‘branding’function (i.e. the pre-recorded messages incorporate the name of thetelephone company through which the customer was routed to the directoryassistance service) and also reduces the amount of time an operator isactually connected to a customer.

[0057] VRU 72 is connected via the data network 64 to the switch hostcomputer 68 and via one or more VRU data links 76 (each of which isillustratively comprised of a T1 span) to the switch 54 itself. Morethan one VRU can exist in a system. At appropriate stages in theprogression of a call, the switch host computer 68 initiates a voicepath connection (using a VRU data link 76) between the VRU and theswitch such that the caller, or the caller and the operator, are able tohear whatever directions or pre-recorded speech is played on thatcircuit by the VRU. The switch host then instructs the VRU, via the datanetwork, of the type of message to play and passes data parameters thatenable the VRU to locate the message appropriate to the call state, theservice-providing telephone company, and the operator. The recordingdensity used is high enough to provide a good enough quality of messageplayback that most users of the system should be unaware they arelistening to a recording.

[0058] There is overlap between the duties and functions of humanoperators and VRUs. Therefore, the term “directory assistance agent” isoften used herein when describing features that may involve action by,or interaction with, either a human operator or VRU. As described above,for example, when a caller requests directional assistance and a travelroute is selected, VRU 72 may be used in place of a human operator tovoice the directions to the user, either for the entire route or someportion or portions thereof.

Method of Operation

[0059] Customers of a particular telephone company simply dial theaccess digits established for directory assistance by that company.Examples of typical access digits are “411,” “#555” and “555-1212.”

[0060] The participating telephone company's own switching system thenreroutes the call to the directory assistance service center 50(illustratively via a T1 channel), where it appears as an incoming call.

[0061] Automatic Call Distribution (“ACD”) logic is used to queue (ifnecessary) and distribute calls to directory assistance agents in theorder in which calls are received and in a manner such that the calltraffic is distributed evenly among them. Callers requesting directionsmay be routed to a separate subset of directory assistance agents thatare more experienced in providing directions, more knowledgeableconcerning the caller's present location or route of travel, or thatpossess more efficient connections to data servers 66 where the traveldata is stored and routes of travel are generated.

[0062] When a call is connected to an operator, VRU 72 (also conferencedinto the call) plays a greeting message using a message pre-recorded bythe connected operator. Both the operator and the calling customer hearthe message, which incorporates the name of the service or company towhich the customer is a subscriber (in other words, the call is“branded”). The message ends with a prompt, thus cuing the customer tovolunteer the information he or she is seeking or the destination towhich he or she requires directions.

[0063] When the automated greeting is complete, the VRU is disconnected,and the operator and the customer are left connected by a 2-way speechpath. At this point, the caller is interacting with a live operator.

[0064] In the event that the VRU is non-functional (for whateverreason), the incoming call is connected to the operator and a short“trill,” or “zip” tone is played to indicate that a caller is on theline. (Note that once operators are logged in to the system, they wearheadsets, and have their telephones 58 permanently off-hook. Theirtelephones do not ring when a call is presented). The operator thenspeaks a greeting and prompt in real time, instead of the VRU playing amessage.

[0065] If the caller requests information concerning, for example, localtheater performances, the operator speaks a response based on data madeavailable by the system, which may include electronic or hard copyinformation. At this point, the caller will be released from the call,and the operator becomes available to handle further calls.

[0066] If the caller is seeking directory assistance in the form of aconnection to a desired party, the operator will engage in livedialogue, as necessary, to establish the name and other pertinentinformation of the wanted party, and then initiate a database searchusing the operator terminal 60 and associated data server 66. In theevent of an unsuccessful search, the operator will use alternativesources, such as the Electronic White Pages (“EWP”) or even printeddirectories.

[0067] When connecting the caller to his or her wanted party, theoperator may use one of two possible methods of call transfer: BlindTransfer or Hotline Transfer.

[0068] In either case, the call transfer is invoked by sending asequence of digits (which includes the wanted party's number) to theswitch host computer 68. The conventional method of doing this is simplydialing the digits on the operator's telephone handset (having firstdepressed the “flash” key to obtain dial tone). This method is alwaysavailable. A much quicker and more accurate method is generallypreferred: the operator highlights the desired database entry on thescreen of the terminal 60, and then initiates Blind or Hotline transferto that number by entering one or more keystrokes on the terminalkeyboard. In this case, the data server 66 transmits the same digitsequence as part of a message to the switch host computer 68, via thenetwork 64.

[0069] “Blind Transfer” is the normal means by which an operatorestablishes a connection between the caller and the wanted party'snumber. If the VRU is not available, the operator speaks a signoffmessage before initiating the transfer. If, however, the VRU 72 isoperational, it is commanded to play the signoff message (pre-recordedby the just-released operator). The VRU status is known by whether thecall was initiated by a VRU-played greeting, or by zip tone. As soon asthe switch host computer 68 receives the Blind Transfer command (whetherfrom the data server 66 or the operator's telephone set 58), an attemptis made to establish a route out of the switch 54. If successful, thecircuit is seized and the address digits propagated, using the protocolthe circuit is configured for; the operator is then released from thecall and made available to receive further calls.

[0070] Like Blind Transfer, the “Hotline Transfer” method ofestablishing a connection between the caller and the wanted party'snumber can be initiated by the operator from either the telephonehandset 58 or from the data terminal 60 keyboard. The difference is thatthe operator is not automatically released from the call in a HotlineTransfer. Instead, he/she is conferenced into the call by the switch 54and is able to monitor its progress. Using either the telephone handsetor the data terminal keyboard, the operator may withdraw from the callafter verifying its establishment, or may cause the called circuit to bereleased and then re-engage in dialogue with the caller.

[0071] Hotline Transfers are used when a caller requests that theoperator “stay on the line.” In addition, however, failed routingattempts cause reorder tones to be returned to the operator's handset(in which case the caller is reconnected to the operator) or an errorindication to be returned to the data server 66 (depending on how theswitch host computer received the transfer command).

[0072] If, after initiation of a transfer (whether or not it succeeds),and at any time before the caller hangs up, the caller requires furtheroperator assistance, the caller can perform a tone signal triggered,return transfer back to an operator (hereafter referred to as “tonetriggered return transfer”). This is done simply by pressing the “*”(star) key on the caller's telephone once or twice (depending on thesystem, and as instructed by the operator in the signoff message).

[0073] The star tone(s) is detected by a DTMF receiver (allocated in theswitch 54 for the entire duration of the call), and causes the caller toappear as a “return” call to the ACD logic—with higher priority than a“fresh” caller. This in turn results in the caller being connected to anavailable operator, whereupon the switch host computer 68 instructs theconnected VRU 72 to play the appropriate pre-recorded message withreturn transfer instructions. Note that the operator to whom the call isconnected is allocated according to the ACD algorithm, and may or maynot be the same operator that previously handled the call. From thispoint, the call is treated in the same way as a non-tone triggeredreturn transfer call, except that the operator receiving a return callalso receives data concerning the caller's preceding connection,including the previous destination telephone number, the status of theconnection attempt to that destination number, the identity of theprevious operator, etc.

[0074] The tone triggered return transfer feature enables callers whohave been transferred by means of a Blind Transfer to recall an operatorif the transfer does not complete satisfactorily (for example, receiptof reorder tone, busy tone, operator intercept tri-tones,ring-no-answer, silence, or wrong number). It also enables a caller torequest a follow-on call at the completion of a successfully completedcall without incurring the delay or difficulty of re-dialing into thesystem.

[0075] It will be recognized that, in the present embodiment, thedesired number may not be voiced to the customer unless explicitlyrequested. Sometimes a customer uses the tone triggered return transferfeature to request that the number be voiced if, for example, he finds afollow-up call will be necessary later.

[0076] A flow diagram illustrating one possible sequence of events in adirectory assistance system employing the present tone triggered returntransfer technique is provided in FIG. 3.

[0077] The tone triggered return transfer technique enables thecost-effective provision of many services not previously available. Forexample, a directory assistance center may offer mapping/locatorservices in order to provide spoken directions to vehicle-basedcustomers from their present location to a desired destination. Toobviate the need for the customer to write the directions down while inthe vehicle, a directory assistance agent should be available to issueinstructions along the course of the vehicle's route. By using the tonetriggered return transfer feature, the customer can receive initialinstructions and thereafter summon further instructions as needed alongthe route simply by pressing the star (i.e., “*”) key. In such a system,the customer's connection to the directory assistance center may bemaintained during the course of the trip, but the agent can attend toother customers while the travelling customer doesn't need the agent'simmediate attention. Since tone triggered return transfer may return thecustomer to a different agent, provision is made for transferring—withthe customer—a pointer to the particular database record or travel route(i.e., in a map or set of directions) being utilized for that customer,and a pointer or placekeeper to a current location within that record ortravel route. By this arrangement, a different agent who is summoned forassistance using the tone triggered return transfer feature can pick upwhere the last agent left off. While driving between agent instructions,the customer may, as one option, simply be kept in a “hold” state.

[0078] An illustrative method of providing directions to a directoryassistance customer is depicted in FIGS. 4A and 4B. The caller connects(step 100) to directory assistance center 50 through MTSO 16 by dialingthe appropriate access number. An operator is assigned (step 102) to thecall in accordance with ACD logic. VRU 72 plays (step 104) its normalgreeting and the operator elicits (step 106) the caller's directoryassistance request. The caller requests travel instructions andidentifies (step 108) a desired destination location. Steps 106 and 108may be separate, as illustrated, in which case the operator must promptthe caller to identify his or her destination in step 108, or combined,such as when the caller simply states, for example, “I need directionsto San Francisco” in step 106.

[0079] The origination point of the travel is identified (step 110),which may be the caller's present position or some other location if,for example, the caller is merely planning for a later trip and/or wantsto verify the effectiveness of a route he or she already knows of. Theorigination may be a street address, an intersection, a landmark, etc.,and may be identified verbally by the caller (perhaps in response to theoperator's interrogation) or electronically according to a mannerdescribed above. The caller also specifies (step 112) any necessary ordesired restrictions on the route or method of travel (e.g., most scenicroute, shortest route, a particular point of interest to be visitedalong the route, desire to remain on major travel arteries, a desire totravel by train or boat, etc.).

[0080] The origination and destination locations are geographicallycoded (step 114) according to their corresponding entries in thegeographic databases stored on data servers 66. The geographic codes areused by a routing algorithm, as described below, to generate a travelroute. Illustratively, each geographic database contains codes for everystreet address and intersection within the city, cities or metropolitanareas within its geographic scope (or perhaps just the larger cities,towns, traffic arteries, etc.). The geographic codes may be located inthe same or separate databases. If no geographic codes are presentlyassigned to the caller's destination or origination (where, for example,the caller lives on a new street or in a new housing development thatwas not previously coded), a new code is formulated and added to thedatabase.

[0081] The origination, destination, and travel criteria are entered(step 116) into forms displayed on operator terminal 60 and completed bythe operator. The forms are generated by data server 66.

[0082] When the form or forms are complete, the operator submits (step118) them to data server 66 and a routing algorithm takes theinformation provided in the forms, searches (step 120) the geographicand travel data stored on data servers 66, and generates (step 122) anappropriate route. The route is segmented (step 124) as necessary andstored (step 126), along with a placekeeping reference, for easyretrieval (illustratively, the route is stored on data servers 66). Thecaller's MIN, or other unique electronic identifier (e.g., ANI, ESN) isalso associated and stored with the route. A traveller identificationmay be generated, assigned to the travelling caller and stored with theroute as well.

[0083] Segmentation of the route is, in the illustrated embodiment ofthe invention, performed according to the turns or changes in mode oftravel the traveller must make (e.g., North on I-280, right on FifthAvenue, board the Staten Island ferry, etc.), but the distance that thesubscriber is willing to drive (if travelling via automobile) beforedesiring confirmation that he or she is on course may also be taken intoaccount, as may other factors (e.g., the distance or time between turns,the complexity of the directions, whether the caller is able to retainall of the directions down at one time, whether the caller is familiarwith the geographical area, whether the caller expects to requireadditional directory assistance along the route, etc.). For example, aportion of a route that entails a series of quick turns may comprise onesegment (if the subscriber can comfortably remember the sequence ofturns), while an extended period on one highway may be divided accordingto landmarks or planned convenience stops along the highway.

[0084] To expedite the route-generation process, data servers 66 storefrequently-requested segments and routes of travel. When a callerrequests directions between two points for which all or part of a routehas previously been generated, the previous route can simply beretrieved. In this case, the route (or any segment thereof) iscustomized as necessary—either automatically by the routing algorithm(i.e., according to the new caller's travel criteria) or manually by theoperator. The routes and segments for currently-travelling callers,regardless of how generated or derived, can be manually modified, at anytime, by a human operator.

[0085] The placekeeping reference that is saved with the route isprovided to the current operator and any subsequent directory assistanceagents who assist the caller in his or her present travel. The referenceis updated as segments of the route are provided to the caller, asdescribed below.

[0086] A first segment of the route is then provided (step 128) to thesubscriber, via the means specified as part of the travel criteria. Bydefault, in the present embodiment directions according to the firstsegment are verbally provided by the same operator who elicited thetravel information. In general, however, travel directions may beprovided either visually (e.g., graphically) or via a series ofinstructions (e.g., text), or some combination of both, depending uponthe mechanism through which the directions are supplied to the caller.Visual directions may be provided, for example, through a facsimilemachine, a web browser, a computer, etc. Textual directions may beprovided by facsimile, computer, SMS or other paging method, voice (fromeither an operator or VRU), etc.

[0087] As each segment of directions is provided to the caller, he orshe travels accordingly. In the presently-described embodiment, thecaller may remain connected (step 130) to directory assistance center 50while travelling the segment, or may disconnect (step 132). The callermay choose to disconnect, for example, due to the length of the segmentor because he or she will make a temporary stop. In either case, if thecaller disconnects (step 132) the operator is released to handle othercalls. If the caller remains connected to directory assistance center 50(step 130), his or her call may be parked or placed on hold until thenext set of directions are required. Alternatively, and particularly forshort trips or where the caller otherwise desires (such as when thecaller is completely unfamiliar with the area being traversed or whenthe caller fears some danger or maintenance problem with his or hervehicle), the caller and operator may remain connected throughout thecaller's trip.

[0088] When the caller is ready to receive additional instructions, heor she reconnects to a directory assistance agent by either redialing(step 134) directory assistance center 50 or invoking (step 136) thetone triggered return transfer feature described above. The directoryassistance agent to whom the caller is reconnected may or may not be thesame one that provided the previous segment of directions.Illustratively, however, the caller is returned to the same type ofdirectory assistance agent (e.g., operator or VRU) that he or she lastinteracted with. If the caller simply needs, for example, the nextsegment of directions to be voiced, VRU 72 can quickly perform thisfunction. When connected to VRU 72, a traveller illustratively interactsvia a menu voiced by the VRU and chooses the appropriate action.However, a traveller who is interacting with VRU 72 can always connectto an operator by choosing the appropriate menu option or pressing apre-specified key (such as the “#” key). A traveller may wish, forexample, to connect to an operator rather than VRU 72 in order tore-generate a route and take into account a closed road or a desireddetour.

[0089] By whichever method the caller reconnects, the caller's MIN isretrieved (step 138) from the call stream and data servers 66 searchtheir stored travel routes for the MIN. If the MIN is found, then thereconnected call is forwarded (step 140) to an appropriate directoryassistance agent with a notification that the caller is travelling; thestored travel route, with its place-keeper, is also forwarded. If theMIN is not found on data servers 66 among the active travel records, inthis embodiment the call is treated as a new call to directoryassistance center 50 and is handled accordingly.

[0090] In an alternative embodiment, wherein traveller identificationnumbers are assigned to callers, in step 138 the caller inputs his orher traveller identification number (e.g., via a keypad or voice input)or the device with which the caller is receiving directions transmitsthe number for the caller.

[0091] Returning to the embodiment depicted in FIGS. 4A-4B, thedirectory assistance agent retrieves (step 142) the caller's route oftravel, with the placekeeping reference highlighted or centered on theoperator's display, and provides (step 144) directions according to thenext segment. Although the directory assistance agent continues at thepoint marked with the placekeeper, the agent has access to the entireroute. The placekeeper is then updated (step 146) to point to the nextsegment. Steps 130-146 are repeated as necessary to guide the caller tohis or her destination. The caller can, of course, connect to anoperator at any time during the travel in order to receive directionscorresponding to any segment of the route, not just the present one orthe next one in sequence.

[0092] After the last segment is provided to the caller, he or she isnotified that all directions have been provided. By default, theconnection to the caller is then terminated unless the callerspecifically requests otherwise. In a present embodiment, sometime afterthe final travel segment is provided to the traveller the caller's MIN,ANI, and/or traveller identification number is disassociated with thetravel route. Therefore, after a period of time, calls from travellingsubscribers are treated as fresh calls. In other words they are assumedto represent new requests for assistance instead of continuations oftravel that should be completed. The delay period until this is done maybe predetermined (e.g., 30 minutes or twice the amount of time expectedto traverse the final segment). In situations where the caller receivesall of the travel segments at one time, disassociation of the caller'sMIN from the route may be performed after twice the amount of timeexpected to travel the entire route, after a specific period of timeafter the route should be completed (e.g., one hour), etc.

[0093] Each travelling subscriber's route itself is illustrativelystored for twice the amount of time estimated necessary for travellingbetween the origination and destination. In computing the necessarytravel time, data server 66 may consider factors such as normal drivingspeeds, speed limits, detours, planned stops, etc. The expected traveltime may be re-calculated each time the subscriber requests the nextsegment of directions. Although each traveller's customized route isonly saved for a limited time, frequently travelled routes (or,alternatively, most or all routes) are stored in generic form (i.e., notcustomized according to any particular subscriber's desires) for rapidretrieval and customization for new travellers, as explained above.

[0094] As an optional safety feature, emergency personnel or a partyspecified by the caller may be notified by an operator if the travellingsubscriber does not inform directory assistance center 50 that he or shehas reached the desired destination within an appropriate amount oftime. Illustratively, this service is requested at the time the callerplaces his or her initial directional assistance call to directoryassistance center 50 (e.g., during step 112). The caller would, at thattime, identify any medical conditions that emergency personnel should beaware of in the event the caller requires medical assistance and providetelephone numbers of relatives, friends, his or her doctor, etc.

[0095] Referring now to FIGS. 5A and 5B, another embodiment of thepresent invention is described. In this embodiment, steps 100-126 mirrorthose in FIGS. 4A and 4B. Now, however, the caller disconnects (step228) from directory assistance center 50 and the full route of thetravel is transmitted (step 230) to the caller's palmtop computer or PDA(or other device equipped for receiving multiple segments ofdirections—such as a paging device, web browser, etc.) at one time. Thisdownload may be accomplished via any capable means of communications,such as SMS or other paging service, e-mail, internet broadcast, or“push” technology. Alternatively, the caller's telephonic connection todirectory assistance center 50 is used to transmit the directions. Inthis alternative embodiment, the connection is not disconnected untilafter the route is transmitted.

[0096] The subscriber then follows (step 232) the downloaded directionsand is able to access every segment, whether previous or subsequent tothe segment currently being travelled. The subscriber may, for example,hear via a radio announcement during the course of his or her travelthat a particular highway has been closed. He or she can look ahead inthe planned route of travel to see if/how this affects his or hertravel. Or, the caller may decide to alter the chosen route in order tovisit an historical landmark or other point of interest.

[0097] When the caller decides, or it becomes necessary, to alter theplanned route of travel, he or she reconnects (step 234) to directoryassistance center 50 (by dialling the appropriate access digits) and isrouted to a directory assistance agent. As described above, based on thecaller's MIN, ANI, and/or traveller identification number, the agent isautomatically informed (step 236) that the caller is receivingdirectional assistance, receives the caller's full route of travel. Theagent also learns the caller's present location either from the calleror, as described above, from data received in the call stream or from anout-of-band transmission. The directory assistance agent may, forexample, learn of the caller's present location by asking the caller orby resort to any of the means discussed for identifying a caller'sinitial location. If the caller is reconnected to VRU 72, one of theoptions offered by VRU 72 is to connect to a human operator.

[0098] The caller specifies (step 238) the changes he or she desires inthe route; the directory assistance agent submits (step 240) the oldroute and new criteria or changes to data servers 66 and a new route oftravel from the caller's present position is generated (step 242) by therouting software. The caller disconnects (step 244) and the directionsare once again transmitted (step 246) to the caller's palmtop computeror other suitable device. Alternatively, again, the caller remainsconnected to directory assistance center 50 until after the directionsare downloaded via the telephonic link.

[0099] In another embodiment of the invention, data server 66 isconfigured to notify a directory assistance agent of events that impactsubscribers' planned routes of travel. For example, traffic advisoriesmay be processed on data server 66 to identify closed traffic arteries,unusual congestion, obstructions, inclement weather, etc. When notifiedof a significant event the directory assistance agent may call anaffected subscriber and suggest an amended route. If the call is placedby a VRU, the caller is offered the opportunity to connect to anoperator by pressing a specified key of his or her telephone or byvoicing a pre-specified command.

[0100] In yet another embodiment of the invention, for use primarilywhen a caller is to travel a substantial distance, the caller may beconnected to multiple, different, MTSOs and/or directory assistancecenters. In this embodiment, as the caller travels from one MTSO'sgeographical area to another, his or her call is automatically switchedto the MTSO serving the new area. In addition, the caller may interactwith multiple directory assistance centers during his or her travel. Inthe event the caller's planned route of travel makes it more efficientor easier to pass the caller to another directory assistance center, thecaller's route of travel (including travel criteria), the placekeeper,and the caller's MIN, ESN, and/or traveller identification number, aretransmitted to or shared with the succeeding directory assistance centerprior to the caller's connection to the new center. In this way, theprovision of directions to the caller travelling a long distance is notadversely affected. The directory assistance center(s) with which acaller's travel data is to be shared may be selected in accordance withthose MTSOs and/or directory assistance centers known to serve thegeographical areas encompassing the caller's route of travel. Or, thetravel data may automatically be shared with all directory assistancecenters adjacent to the initial center and, when the caller connects toone of the adjacent centers during his or her travel, the travel datamay then be shared with, or transmitted to, the centers adjacent to thenew directory assistance center, and so on.

Billing Issues

[0101] There are generally three billing components of a call to adirectory assistance service from a wireless telephone according to thepresent invention:

[0102] 1) “Air time,” or the total time the caller uses the wirelesscarrier's system to carry a call from his/her wireless telephone. Thisis the responsibility of the carrier.

[0103] 2) The charge levied for use of the directory assistance service.For calls requesting “basic” directory assistance, i.e., identificationof or connection to a desired party, this charge may be made by thedirectory assistance service to the wireless carrier on the basis of thenumber of calls received from the carrier in a particular time period.

[0104] However, billing is more complicated when directory assistancecenter 50 provides enhanced directory assistance in the form ofproviding directions to travelling subscribers. In a present embodiment,a flat charge is assessed for initially connecting to directoryassistance center 50, identifying the origination and destinationpoints, gathering any travel criteria, generating an appropriate route,and providing either a first segment or the full route of travelinstructions. When additional instructions must be provided (e.g.,additional or altered segments), however, further charges may accrue—thetotal amount being dependent upon the method and form of delivery.

[0105] Different costs are assessed based upon whether the directionsare given in electronic, hard-copy, or voice format (and, if voiced,whether by a VRU or an operator). For electronic and hard-copy formats,the cost also depends on whether they are visual or textual in nature.The total charge also depends upon whether electronically-provideddirections are delivered by paging, facsimile, network, etc.

[0106] Finally, in the embodiment pictured in FIGS. 4A and 4B, if thesubscriber chooses to remain connected to directory assistance center 50after directions according to each segment are provided, a charge isassessed per unit of time the call is kept parked or on hold.

[0107] 3) Toll charge—the charge levied by a carrier for the duration ofan answered connection over a toll route originated by a directoryassistance agent. This charge is levied by the carrier used forcompletion of customer calls originated by the directory assistanceagent. The wireless carrier is dependent on the directory assistanceservice to provide enough details of these calls to enable it toaccurately bill its subscribers accordingly. There are two ways of doingthis:

[0108] A) The directory assistance service provides “tickets” of allcalls that were transferred and answered. The precise content and formatof the ticket is customer-defined, but includes at least the followinginformation: calling number, called number, date and time of connection(i.e. when answer indication was received), and duration of call. Theticket files can be transferred on magnetic tape or by means ofelectronic file transfer.

[0109] B) The digits that are dialed by the directory assistanceservice's switch to initiate the call transfer (via the wirelesscarrier's network) can incorporate the calling party number (AutomaticNumber Identification, or ANI). The wireless carrier's own switchingequipment then has all the information needed to generate the requiredtickets.

[0110] Having described the principles of our invention with referenceto an illustrative embodiment and certain variations thereon, it shouldbe apparent that these examples can be modified in arrangement anddetail without departing from such principles. For example, while theinvention has been illustrated with reference to a system in which atone triggered return transfer customer is routed back to the nextavailable operator, in other embodiments, provision can be made forrouting the customer back to the original operator. (In some systems,the customer can be given a choice: pressing one key or voicing onecommand for the first available operator, and another key or anothercommand to be returned to the original operator.)

[0111] In view of the many possible embodiments to which the principlesof our invention may be put, it should be recognized that the detailedembodiments are illustrative only and should not be taken as limitingthe scope of our invention. Rather, we claim as our invention all suchembodiments as may come within the scope and spirit of the followingclaims and equivalents thereto.

We claim:
 1. A method of providing directional assistance to a telephoneuser from a directory assistance center, comprising the steps of:connecting a call from the user to a first directory assistance agent;identifying an origination for a trip to be taken by the user; selectinga destination for said trip; consulting a database of travelinformation; generating a route to said destination location; dividingsaid route into one or more segments; storing said route on a server;establishing a pointer to said route; providing directions according toa first segment of said route to the user; reconnecting a call from theuser to a second directory assistance agent; recognizing the user as arecipient of directional assistance; retrieving a pointer to said storedroute; and providing directions according to a second segment of saidroute to the user.
 2. The method of claim 1 in which said reconnectingstep comprises reconnecting in response to detection of a predeterminedDTMF tone from the subscriber.
 3. The method of claim 1 in which saidreconnecting step comprises the steps of: reconnecting a call from theuser to the directory assistance center; and routing the call from theuser to a second directory assistance agent.
 4. The method of claim 1,further comprising the step of receiving one or more travel parametersfrom the user.
 5. The method of claim 4 in which said generating stepcomprises determining a route that satisfies said one or more travelparameters.
 6. The method of claim 1 in which said providing stepscomprise voicing said directions from a voice server to the user.
 7. Themethod of claim 1 wherein said step of providing directions according toa second segment comprises transmitting said second segment to areceiving device.
 8. The method of claim 7 wherein said directionsaccording to a second segment are transmitted via electronic mail. 9.The method of claim 7 wherein said directions according to a secondsegment are transmitted via facsimile.
 10. The method of claim 7 whereinsaid directions according to a second segment are transmitted viavoicemail.
 11. The method of claim 7 wherein said directions accordingto a second segment are transmitted to a page-receiving device.
 12. Themethod of claim 7 wherein said directions according to a second segmentare transmitted via the internet.
 13. The method of claim 7 wherein saiddirections according to a second segment are transmitted to a palm-topcomputer.
 14. The method of claim 7 wherein said directions according toa second segment are transmitted to a personal data assistant.
 15. Themethod of claim 7 wherein said directions according to a second segmentare transmitted via wireless transmission.
 16. The method of claim 1further comprising the steps of: amending said route; and providingdirections according to said amended route to the user.
 17. The methodof claim 16 in which said amending step comprises the steps of:identifying a portion of said route to be avoided; and amending saidroute to avoid said portion.
 18. The method of claim 16 in which saidamending step comprises the steps of: identifying an area to be includedin said route; and amending said route to include said area.
 19. Themethod of claim 1 wherein the user employs a mobile telephonic device.20. A method of providing directional assistance from a directoryassistance center to a mobile telephone subscriber to guide thesubscriber from a present location to a destination location, comprisingthe steps of: eliciting one or more travel criteria from the subscriber;consulting stored travel information to determine a route from thepresent location to the destination location; selecting a route from thepresent location to the destination location that satisfies said one ormore travel criteria; providing directions to the subscriber accordingto a first portion of said route; disconnecting the subscriber from thedirectory assistance center; reconnecting the subscriber to thedirectory assistance center; and providing directions to the subscriberaccording to a second portion of said route.
 21. The method of claim 20in which said providing steps comprise voicing said directions from avoice server to the user.
 22. The method of claim 20 in which saidproviding steps comprise transmitting said directions to the user viaelectronic mail.
 23. The method of claim 20 in which said providingsteps comprise transmitting said directions to the user via facsimile.24. The method of claim 20 in which said providing steps comprisetransmitting said directions to the user via voicemail.
 25. The methodof claim 20 in which said providing steps comprise transmitting saiddirections via paging to an page-receiving device.
 26. A method ofproviding directions to a mobile telephone subscriber to guide thesubscriber from a present location to a destination location, saidmethod comprising the steps of: consulting a database of geographic andtravel data; generating a route from the present location to thedestination location; and transmitting directions corresponding to saidroute to the subscriber; wherein the subscriber sequentially accessessaid directions as necessary.
 27. The method of claim 26 furthercomprising the step of segmenting said route into one or more portions,wherein said transmitting step comprises transmitting directionsaccording to all of said one or more portions to a subscriber receivingdevice.
 28. The method of claim 26 further comprising the step ofsegmenting said route into one or more portions, wherein saidtransmitting step comprises transmitting directions according to a firstportion of said one or more portions to a subscriber receiving device.29. The method of claim 28 further comprising the step of transmitting asecond portion of said one or more portions to a subscriber receivingdevice.